Freshdesk
Freshworks Inc.External reviews
3,428 reviews
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External reviews are not included in the AWS star rating for the product.
Excellent CRM Software with powerful Dashboard GUI
What do you like best about the product?
1) Ease of Use
2) has the ability to easily search tickets
3) can attach and add kb articles.
4) full solution for ticketing system and has automation built in capabilities
5) Cost effective solution
2) has the ability to easily search tickets
3) can attach and add kb articles.
4) full solution for ticketing system and has automation built in capabilities
5) Cost effective solution
What do you dislike about the product?
1) Cannot ammend certain feature attributes
2) does not integrate with invoicing systems well at least in our experience
3) some issues with duplicate contacts when we integrate on certain attributes.
4) unable to integreat with MSP product.
2) does not integrate with invoicing systems well at least in our experience
3) some issues with duplicate contacts when we integrate on certain attributes.
4) unable to integreat with MSP product.
What problems is the product solving and how is that benefiting you?
1) Visibility of all tickets tracking
2) Cost and billable tickets and non-billable tickets
3) Number of tickets for each customer
4) reporting
5) Cost per client and historical data
2) Cost and billable tickets and non-billable tickets
3) Number of tickets for each customer
4) reporting
5) Cost per client and historical data
Recommendations to others considering the product:
If you are looking for a starting platform that is free highly recommend this product to get you going.
Easy to use and can easily help you keep visibility of your customers.
Also has great plans which you can easily slowly upgrade when you need as you need. Not many outages and accessible via app and online via cloud which is also handy.
No limitation of number of users yet and we also like the feature of providing access to users with their own logins which they can see only the files we provide them.
Would like it to integrate with other systems for a single source of truth however the product is definitely value for money.
Would be great if it also had integration for MSP to platforms such as Antiviruses or solarwinds to be able to have a single pane of glass.
Overall a great product and would recommend to anyone who is starting out.
Easy to use and can easily help you keep visibility of your customers.
Also has great plans which you can easily slowly upgrade when you need as you need. Not many outages and accessible via app and online via cloud which is also handy.
No limitation of number of users yet and we also like the feature of providing access to users with their own logins which they can see only the files we provide them.
Would like it to integrate with other systems for a single source of truth however the product is definitely value for money.
Would be great if it also had integration for MSP to platforms such as Antiviruses or solarwinds to be able to have a single pane of glass.
Overall a great product and would recommend to anyone who is starting out.
Freshdesk usage review
What do you like best about the product?
A load of features in one platform. We use Freshdesk for ticket raising, creating and maintaining knowledge inventory, adding/editing new clients and POCs for the clients. The most commonly used section is the knowledge inventory and it works like a charm. The UI is like WordPress and makes entering content with graphics really easy. The ticketing system is also very convenient and adding comments helps in keeping track of the conversation in an issue for which a ticket has been raised
What do you dislike about the product?
The platform cannot be connected and synced with google workspace email and google calendar. We find it inconvenient to manually note updates shared by the client into the system. Email notifications do not come at times and manual monitoring is required separately for the Freshdesk.
What problems is the product solving and how is that benefiting you?
Ticketing system and content knowledge inventory updation. As mentioned, we have our FAQ for internal circulation in the Freshdesk system. We use the ticketing feature for issue solving.
Recommendations to others considering the product:
Quality of support is not great.
Integration with google mail and calendar is a challenge.
Knowledge inventory for sharing with customer support is very convenient.
Ticketing system is simple and meets requirement
Integration with google mail and calendar is a challenge.
Knowledge inventory for sharing with customer support is very convenient.
Ticketing system is simple and meets requirement
Multifaceted and Nimble Solution Center
What do you like best about the product?
Freshdesk has so much to customize and build out to be unique to my business needs, and it's really intuitive to use.
What do you dislike about the product?
It's difficult if not impossible to connect the Freshdesk service to our backend to have order information communicate between the two systems.
What problems is the product solving and how is that benefiting you?
Our Customer and Order Support teams use Freshdesk to manage our incoming email queues and keep all of the information about an order or a question centralized for all Agents, Watchers, and Ticket Collaborators. Child Tickets allow us to keep conversations with customers separate from conversations with vendors while keeping the conversations connected to the related order.
Recommendations to others considering the product:
This is a versatile tool for ticket management that we are only beginning to fully utilize. The options for a customer self-service portal and other integrations are very enticing and with only one or two dedicated people you can fully customize the system for your needs in around a month. The Freshdesk support team is also a valuable asset for making this tool work for you.
Easy to configure, Easy to use
What do you like best about the product?
Easy to configure
Easy to use
Lot of integration options
Just works as expected
Easy to use
Lot of integration options
Just works as expected
What do you dislike about the product?
Nothing actually
Works seamlessly with all other apps in Freshworks series
Works seamlessly with all other apps in Freshworks series
What problems is the product solving and how is that benefiting you?
Customer Support
Ticket management
Cross channel support
Ticket management
Cross channel support
One of the best CRM tools I have used
What do you like best about the product?
It has various integrations available; you can create automation flows for ticket lifecycle, there is an option to add custom fields. overall its the best tool, with a user-friendly interface
What do you dislike about the product?
Limited social channels available; for adding additional social channels, we have integrated with third-party solutions or applications.
What problems is the product solving and how is that benefiting you?
We are providing support to clients and customers, tracking issues and tickets, and generating reports of each agent to track the type of queries and improve accordingly.
Flawless tracking of customer reported issues
What do you like best about the product?
Easy interface along with the new added option such as ticket summary it looks great, anyone within your team who want to check the ticket summary can look into the tab and get the details.
What do you dislike about the product?
I think that if the ticket is fresh, users replying to the ticket using their email id do not get considered a customer response; instead, it gets treated as a public note. This sometimes prevents the ticket from automatically reopening, causing it to become stuck in the same status. If it's closed or pending, it will remain in that state, and we will need to take action on it.
What problems is the product solving and how is that benefiting you?
Resolving ticket's, I love using the freshdesk ticketing tool,
Best CRM tool with lots of integrations available.
What do you like best about the product?
I especially like the Freddy Copilot feature, one of the best integration. I also got a chance to try the CSAT Versioning and maintain survey version.
What do you dislike about the product?
Certain fields were made mandatory in contact creation, yes its needed but gets hectic on certain lead generations.
What problems is the product solving and how is that benefiting you?
We are providing support to clients by tickets raised from external tools and also from calls and emails, and we respond to them with a relevant solution.
We love FreshDesk
What do you like best about the product?
Freshdesk was easy for our team to configure with pre-built options to link to existing business solutions (QuickBooks, Mail Chimp, Survey Monkey, and Jira).
What do you dislike about the product?
There is nothing at this time I would change.
What problems is the product solving and how is that benefiting you?
We are using Freshdesk to manage all of our incoming service tickets. In addition, we track all customer requested changes to their account via FreshDesk which provides additional change management controls and helps us comply with our audit requirements. We use FAQ posts for our internal and external audiences. In addition, since our software solution is used by our customer's customers, we leverage public FAQ articles to support their needs.
Freshdesk linked to Power Bi
What do you like best about the product?
Fresh desk is a user friendly platform to use
What do you dislike about the product?
Nothing as of now to comment as i am liking everything
What problems is the product solving and how is that benefiting you?
Handling customer communication is too easy and user report is fab.
One of the best online cloud based customer support software
What do you like best about the product?
It is a comprehensive helpdesk for exceptional customer service. It lets you streamline your company's customer support using the customer service software and helps you manage your customers as you scale efficiently. It has many intelligent, automated features like chatbots, etc, which reduces a lot of manual efforts while providing support to the customers.
What do you dislike about the product?
Freshdesk is a big software, so it is full of features which sometimes makes its UI a bit difficult to understand. It should also provide a few coach marks for some of its features to assist new users.
What problems is the product solving and how is that benefiting you?
We have automated all our customer support replies using Freshdesk. It has reduced our manual efforts tremendously and has helped our customer support team to utilize their time in solving the customer queries in a better and efficient way.
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